U2 Assessment

Topics: Customer service, Customer, Royal Mail Pages: 10 (3300 words) Published: August 1, 2015

Unit two: Principles of providing administrative services


You should use this file to complete your Assessment.
The first thing you need to do is save a copy of this document, either onto your computer or a disk Then work through your Assessment, remembering to save your work regularly When you’ve finished, print out a copy to keep for reference Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number.

Please note that this Assessment document has 9 pages and is made up of 9 Sections.

Name:Fabian Stefan

Section 1 – Understand how to make and receive telephone calls

1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used.

How / when used
Speed dialling

The keypad has pre-set dial numbers, each button or key sends call to a specific number. They are used to make regular calls easier with one touch only. 2.
Call waiting

Some phones have this option, basically waiting calls are shown with flashing led lights or sound alerts in the speaker.

2. Prepare a brief report advising people on:

How to follow organisational procedures when making and receiving telephone calls The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls.

If possible, use specific information from procedures in your own organisation (or one that you are familiar with). When receiving telephone calls examples:
-should answer the telephone and the type of greeting to be given -use the functions of the telephone in order to deal effectively with the caller (put them on hold or transfer them to a colleague etc.)

-should take and record messages
-should identify the caller and then transfer the call to a colleague, passing on their information. When making telephone calls:
-locate the correct name and telephone extension of whom you wish to call. This may be via a staff directory or phone book
-the purpose of making the call (in line with company policies) -use the functions of the telephone correctly

In order to project a positive, consistent image, it is important for employees to agree upon a standard greeting. A standard greeting helps to create a consistent image, sometimes named as “branding.” Callers know immediately that they’ve reached your organization, because they recognize the standard greeting. In creating a standard greeting, it’s a good idea to consider a three-pronged greeting. The three-pronged greeting includes a buffer, the organization’s name, and the name of the employee answering the call.

Section 2 – Understand how to handle mail

1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing).

Mail may have confidential information. It may contain personal information about employees or contain business secrets such as names and other personal details of customers. Handling of mails is vital within an organisation since it is widely used for transfer of equipment and material in the business. Improper handling of mails could result in loss of business, customers, suppliers and economic losses. Correctly receiving, checking, sorting the mail and packages helps businesses to save time, reduce costs and ensure items reach the correct recipients on time, it helps preventing breaches of confidentiality, prioritising and sorting mail helps maintaining company/client relationship in order. 2. Complete the table below with the following information:

At least two examples of internal mail services that are available to organisations At least two examples of external mail services that are available to organisations

Internal mail services
External mail services
1. Internal post: This is used to transfer documents...
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